Customer Service Support Specialist

Overview

Position Summary In this role you will perform a wide range of loan servicing customer service duties with a focus on responding to inquiries from customers and market departments relating to all aspects of mortgage loans. You will be cross trained in several areas of the loan servicing department including New Loan Setup, Check Back, File Maintenance, and Release Processing.

• Answer and research customer and market personnel inquiries relating to mortgage loans serviced.
• Perform release processor duties including preparing deeds of release on paid off accounts; monitor, renew, and release other security interest as needed; prepare checks for recording fees and make appropriate expense account entries.
• Perform new loan setup duties to include activating new loans utilizing information provided by market loan origination and operation departments; research system maintenance; review modifications and extensions submitted by market personnel for accuracy; process new loan terms and complete system entries as needed.
• Perform new loan check back duties including checking new mortgage loan setup by verifying entries and complete file maintenance as needed; complete post-closing audits of critical documents for all new loans; monitor active files for document deficiencies and maintain a report of exceptions; enter recording information from the recorded Security Instruments into the mortgage loan servicing system.
• Organize checkback data sheets to pair with new loan files.
• Prepare payoff quotes; prepare final payoff letters.
• Assist in the handling of insurance loss draft claims.
• Set up ACH transactions.
• Complete requests for mortgage loan verifications.

• High school diploma or equivalent

• Two years of mortgage loan processing, servicing, and/or auditing experience preferred.

• Knowledge of loan processing and servicing procedures preferred.
• Strong verbal and written communication skills.
• Accuracy and attention to detail.
• Ability to manage multiple tasks in a fast-paced environment.
• Strong customer service skills.
• Strong analytical and problem-solving skills.
• Ability to learn and apply regulatory and compliance requirements in day-to-day operations.